Secure Email User Report 2021: How Are Customers Using Mailock?

Mailock helps firms protect sensitive outbound email while improving day-to-day communication. In our user survey, 8 out of 10 participants said they would recommend Mailock to people they know.

Why This Report?

A secure outbound email solution protects the sensitive data you send.

It helps keep private information in message contents and attached documents defended from cyber attacks and human error.

Mailock provides end-to-end encryption and authentication challenges to guard against threats and mistakes.

Mailock is used by regulated firms - particularly in UK financial services - to safeguard sensitive documents and correspondence, both in transit and at rest.

This report shares insights from a 2021 customer survey, showing how businesses use Mailock and where your team might benefit.

Our Survey Says...

Here are some quick takeaways from the 2021 user survey:

How Do People Use Mailock?

• 61% use Mailock to protect proposal and policy documents.
• 50% use it to keep banking and financial details safe.
• 45% use it to secure anti-money laundering documents.

What Are the Benefits of Mailock?

• 53% noted increased efficiency of communication.
• 40% recognised a positive environmental impact.
• 37% experienced a reduction in print and post costs.

What Do Our Users' Customers Think of Mailock?

• 82% say Mailock makes them feel protected from human error.
• 70% say clients relay excellent feedback.
• 93% say clients report no critical feedback when communicating.

What Are the Favourite Features?

We asked users why they chose Mailock. These were the top two reasons:

1. Security

It’s no surprise that security tops the list.

43% said their favourite aspect of Mailock was the security it provides to them and their clients. 7 in 10 clients provided excellent or good feedback, and 93% had zero issues.

82% said Mailock helps them feel protected from human error.

2. Ease of Use

70% of senior executives say they would sacrifice functionality for ease of use. Mailock customers report a similar priority in how they rate setup and day-to-day sending.

Our customers consistently rate ease of use among Mailock’s top benefits, calling the setup and sending process straightforward for both staff and clients.

Types of Documents Sent Securely

We asked Mailock customers about the documents they regularly send securely in their industry:

What Types of Documents Are Included in "Other"?

• Account passwords
• Tax advice and returns
• Account information
• Provider illustrations
• Suitability reports
• Investment reviews
• Payslips and P45s
• ID (e.g., passport)
• Mortgage offers

Industry Highlight: Financial Services

The financial services sector is undergoing significant digital transformation, with firms replacing legacy systems and seeking safer ways to engage customers.

Improving communication tools is a key part of this - and secure email is often the first step.

We asked financial services users what documents they protect using Mailock:

• 45% regularly protect anti-money laundering documents.
• 61% regularly protect proposal and policy documents.
• 42% regularly protect investment valuations.
• 50% regularly protect banking details.

Features Usage: Are Customers Getting the Most Out of Mailock?

We wanted to know whether customers are taking full advantage of Mailock’s features. Here’s what we found:

• 92% use the Mailock Outlook Add-in.
• 24% have added their company logo to secure emails.
• 10% have created bespoke lists of nudge words to flag sensitive content that should be secured.

Business Impact

Mailock protects sensitive data while supporting efficiency, cost savings, and sustainability gains across the organisation.

8 out of 10 participants would recommend it to others.

• 53% reported improved communication efficiency.
• 40% recognised a positive environmental impact.
• 37% saw a reduction in print and post costs.
• 11% achieved faster operational processes.

Download the report in PDF format

FAQs

What Is the Secure Email User Report About?

The article summarises findings from the 2021 Mailock user report and discusses how customers were using secure email at that time.

How Should Readers Treat Older Survey Findings?

Use them as historical insight into secure email behaviour, not as current product performance or usage statistics unless the article gives a current approved source.

What Themes Remain Useful?

The themes around sensitive information, recipient experience, secure replies, and evidence of message activity remain useful when reviewing email workflows.

References

Why is Ease of Use the Most Important Aspect of a CRM?, AllClients, 2021

Reviewed by

Sabrina McClune, 19.06.24

Sam Kendall, 02.06.26

This content is for general information only and is not legal advice.